Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Drive quantifiable results, enhance strategic partnerships, and provide an outstanding end-to-end customer experience for a key flagship client.

• Own the complete success strategy for a flagship client.

• Create and sustain collaborative customer success plans that align with business priorities, desired outcomes, adoption targets, and value realization milestones.

• Develop a thorough understanding of the client's business, operating landscape, strategic goals, challenges, and success metrics.

• Utilize data and insights, including Gainsight CS, to assess customer health, adoption levels, and progress, while identifying risks and implementing necessary interventions.

• Showcase customer value through regular evaluations of outcomes, advancements, achievements, and opportunities for improvement.

• Act as the main point of coordination and accountability for customer requirements.

• Navigate intricate customer scenarios while maintaining trust and achieving mutually advantageous results.

• Collaborate with Customer Success, Technical Support, Professional Services, Education, Product Management, and Engineering teams.

• Represent flagship clients in planning, prioritization, and business review sessions.

• Directly oversee, mentor, and develop two Technical Support Engineers.

• Make informed decisions regarding risks, balancing customer impact, technical complexity, and business context.

• Operate with considerable autonomy and influence across various teams.

• Propel strategic enhancements in customer outcomes and product quality.

• Report directly to the Director of Customer Success.

⛳️ Requirements

• Post-secondary education in Digital Forensics, Cybersecurity, Computer Science, Engineering, or equivalent experience.

• 6+ years of experience in Customer Success, Strategic Account Management, Technical Account Management, or a similar customer-facing role.

• 2+ years of experience leading technical, customer-facing teams.

• Proven success in managing complex customer relationships and driving measurable business results, adoption, and value realization.

• Established ability to influence and coordinate cross-functional teams without direct reporting authority.

• Experience in developing strategic customer plans, conducting executive business reviews, and translating customer goals into actionable strategies.

• Strong technical proficiency and credibility with technical stakeholders.

• Exceptional communication, facilitation, relationship-building, prioritization, and problem-solving skills with a customer-first approach.

• Proficiency in Arabic, both written and verbal (preferred).

• Experience in Digital Forensics and Incident Response (DFIR) (preferred).

• Familiarity with Gainsight CS, Salesforce CRM, and Salesforce Service Cloud (preferred).

• Ability to handle extended periods of computer-based work.

• Occasional work outside standard hours may be necessary to address urgent customer issues.

• Up to 20% travel may be required.

🏝️ Benefits

• Generous time off policies.

• Competitive compensation.

• Opportunities for volunteering.

• Recognition and reward programs.

• Employee committees and resource groups.

• Healthcare and retirement benefits.

• Support for learning and development.

• Inclusive and accessible recruitment processes and work environment.

• Up to 20% travel may be required for customer engagements, training, or team meetings.